Account Operations Director

CBRE Group, Inc.; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

CBRE Group, Inc. is seeking an Account Operations Director to oversee the operating engine of a large, multi-site facilities management account.

You will own governance cycles, data integrity, and financial operations while leading cross-functional teams across finance, procurement, field operations, and technology to deliver client value. You will manage SLAs, invoicing, and provider escalations, and champion CBRE's AI-enabled workflows that translate transcripts and project data into

Responsibilities

• Own the account's client governance cycle, including recurring operational and leadership meetings, agendas, minutes, aged work order reporting, and client-facing presentations and reports.
• Maintain the account action item tracker and issue weekly assignments to the field team with clear owners, priorities, and due dates.
• Triage inbound client requests and commitments so nothing owed to the client goes unanswered, and prepare the account leader for client and internal leadership conversations.
• Own the monthly accrual, including estimates on completed but uninvoiced work, reversals, and the cumulative ledger delivered to finance.
• Manage invoicing operations against the client's contractual charge rules, not-to-exceed (NTE) approvals, and fiscal calendar, and lead invoicing process improvements with finance and consulting partners.
• Monitor service level agreement (SLA) performance, aged work orders, and quote-cycle times; convert that data into actions for the field team and explanations for the client.
• Serve as the account's authority on the managed services agreement, including scopes of work, pricing structure, and compliance requirements, and fact-check contract citations in client deliverables.
• Lead provider and vendor escalations, including accounts receivable disputes, providers contacting the client directly, do-not-use determinations, and safety compliance gaps, working from CBRE's settled positions.
• Run bid leveling on multi-provider quotes: normalize scope first, price second, and recommend an award.
• Prepare site access and work plan documentation required for subcontractor work on client property.
• Support the capital projects program, including condensing facility condition assessments into executive summaries for client leadership.
• Ensure data accuracy across operating systems and build KPI dashboards that give account and client leadership a clear, current view of performance. Turn operational data into recommendations, not just reports.
• Own the account's technology roadmap, including computerized maintenance management system (CMMS) platforms, analytics tools, and automation, and partner with CBRE's digital and technology teams to deliver it.
• Design, build, and maintain the account's applied AI workflows on CBRE-approved platforms: reusable, documented instructions that turn transcripts, work order exports, and financial extracts into recurring deliverables. Verify every AI-produced output before it reaches a client and improve the workflows as the account changes.
• Set the standard for how the account uses AI, including what data is appropriate to use, how outputs are checked, and where human judgment is required.
• Direct the work of shared resources across finance, procurement, field operations, and technology who do not report to you. Set priorities, secure commitments, and hold contributors to deadlines through influence rather than authority.
• Coordinate daily operational activity across those contributors: assign tasks, track deadlines, and close gaps between back-office functions and the teams that face the client.
• Lead by example and model behaviors consistent with CBRE RISE values. Negotiate with providers, partners, and client stakeholders of divergent interests to reach a common goal.
• Identify and solve complex operational problems and significantly improve existing methods, processes, and standards.

Job description

About the Role

As a CBRE Account Operations Director, you will oversee the operating engine of a large, multi-site facilities management (FM) account: the client governance cycle, work order and financial operations, provider performance and compliance, and the data and technology that hold it together. You will own the recurring deliverables client leadership reviews each week and the internal systems that produce them.

This role is responsible for delivering against a managed services agreement. You will report directly to the account leader and deliver through shared resources across the account and the wider CBRE organization rather than a direct team.

What You'll Do

• Own the account's client governance cycle, including recurring operational and leadership meetings, agendas, minutes, aged work order reporting, and client-facing presentations and reports.
• Maintain the account action item tracker and issue weekly assignments to the field team with clear owners, priorities, and due dates.
• Triage inbound client requests and commitments so nothing owed to the client goes unanswered, and prepare the account leader for client and internal leadership conversations.
• Own the monthly accrual, including estimates on completed but uninvoiced work, reversals, and the cumulative ledger delivered to finance.
• Manage invoicing operations against the client's contractual charge rules, not-to-exceed (NTE) approvals, and fiscal calendar, and lead invoicing process improvements with finance and consulting partners.
• Monitor service level agreement (SLA) performance, aged work orders, and quote-cycle times; convert that data into actions for the field team and explanations for the client.
• Serve as the account's authority on the managed services agreement, including scopes of work, pricing structure, and compliance requirements, and fact-check contract citations in client deliverables.
• Lead provider and vendor escalations, including accounts receivable disputes, providers contacting the client directly, do-not-use determinations, and safety compliance gaps, working from CBRE's settled positions.
• Run bid leveling on multi-provider quotes: normalize scope first, price second, and recommend an award.
• Prepare site access and work plan documentation required for subcontractor work on client property.
• Support the capital projects program, including condensing facility condition assessments into executive summaries for client leadership.
• Ensure data accuracy across operating systems and build KPI dashboards that give account and client leadership a clear, current view of performance. Turn operational data into recommendations, not just reports.
• Own the account's technology roadmap, including computerized maintenance management system (CMMS) platforms, analytics tools, and automation, and partner with CBRE's digital and technology teams to deliver it.
• Design, build, and maintain the account's applied AI workflows on CBRE-approved platforms: reusable, documented instructions that turn transcripts, work order exports, and financial extracts into recurring deliverables. Verify every AI-produced output before it reaches a client and improve the workflows as the account changes.
• Set the standard for how the account uses AI, including what data is appropriate to use, how outputs are checked, and where human judgment is required.
• Direct the work of shared resources across finance, procurement, field operations, and technology who do not report to you. Set priorities, secure commitments, and hold contributors to deadlines through influence rather than authority.
• Coordinate daily operational activity across those contributors: assign tasks, track deadlines, and close gaps between back-office functions and the teams that face the client.
• Lead by example and model behaviors consistent with CBRE RISE values. Negotiate with providers, partners, and client stakeholders of divergent interests to reach a common goal.
• Identify and solve complex operational problems and significantly improve existing methods, processes, and standards.